Proposed Improvement of Service Quality in Television Subscribe With Six Sigma Approach

To improve the quality of television service subscribed by XYZ Television Subscribe conducted research using the Six Sigma application aimed at reducing the defect from 3.4 defective per million opportunities and, prioritizing technical response actions and generating strategic recommendations that the company should take to improve the quality of XYZ Television Subscribe services, to identify subscription television dimensions valued by customers with the SERVQUAL approach and Six Sigma where customers are asked to evaluate performance from 5-dimensional service properties like Tangible, Reliability, Responsive, Assurance. The Alpha coefficient of reliability is 0.122 compared to Table r with N = 30 (r Table 0.367). So, Alpha = 0.971> 0.367 which means the instrument has reliable research. Overall, it can be interpreted that the prose capacity of service at XYZ Television Subscribe is average at 2.06 sigma, with the DPMO 291357.142 and service satisfaction level of 71%. The biggest sigma level is on the Responsiveness dimension of 2.30 sigma with the DPMO value of 212500 and satisfaction level as much as 78%, and the sigma level is the dimension of Empathy dimension that is equal to 1.98 sigma with the value of DPMO equal to 316666.666 and level of satisfaction equal to 68%. By designing a great company business process to provide an overview of the flow of information from the service business processes observed to obtain recommendations for quality improvement on assurance and empathy dimensions, namely; the warranty of the goods is given according to the procedure and the willingness to call the user suddenly.